Dr.

Beckett’s
Dental
Office
GROUP 8

ANIK C
ANKIT T
SANJANA D
ANIKA S
SAHIL P
SHRUTI G
 Q1:Which of the
seven elements of
the services
marketing mix are
addressed in the
case?
° 1-Product: Beckett's dental office
provide high level service, they offer
every service of dental care from
simple to complicated. The dental
service they provide is trustful and
you can rely on the service, increase
the value of the service with extra
facilities. Depending on the quality
of the product she make different
from competitors.
° 2-Price:Comparing to other
competitors the price is higher and
try to use different strategies to
have a pricing power. The
equipment, the dental office
facilities and office furniture creates
more management issues.
3-Promotion: The Dental office depends on word of mouth, they don't advertise. For the patients they provide them with short films or brochure to show
them the procedure and treatment process.
4-Place and timing: place is the Dr. Beckett’s dental office. Time on the working hours of the office.
5-People: The most important thing in the service nature is the employee, the employee should be satisfied and happy. Dr. Beckett make sure to motivate
and train her employees to add skills and positive attitude, bonuses, vacations. She makes sure to listens to her employees ideas and suggestions.

6-Process: Staff's work is organized between the employees and try to reduce errors by educating and examine the assessments then ask a professional to
help them. The patient is a direct receiver of the service, that's why the office make sure that the client is satisfied with the service and they offer extra
services to improve for an example: if there's a change in the appointment's time they call to inform the patient.
7-Physical evidence: Dr. Beckett on her new office concentrated on the decoration and on patient's satisfaction with modern, spacious and attractive
place. the colors used for uniforms and office indicate feeling of relaxation. she ensured the patients comfort by providing flowers, coffee or tea,
magazines for patients seating areas. Dr. Beckett’s made sure to make the client feel safe and confident by hanging dental degrees on the wall.
° Q2:Why do people dislike going to dentist? Do you feel Dr. Beckett has addressed this problem
effectively?
° a- Because many patients have psychological and physical issues, such as dental phobia, Fear,
nervousness and pain.
° b- Yes, I think Dr. Beckett has addressed this problem effectively; she addressed Time, Psychological and
physical costs effectively. Also she knows that patient must have a dental treatment by doing it with her
best and make them comfortable as possible with Modern and clean technical equipment and high
quality of services.
° 1)lower cost
° 2)advertising
° 3)offers
° 4)trail
° 5)better management
° 6)more dentist
° 7)easy to start
° Q3.How do Dr Beckett and her staff educate patients about the service they are
receiving? What else could they do?
° Dr. Beckett tried to do a needs assessment for her patients so they can see it as a
good thing that will differentiate the Dr from others. The office staff tried to provide
some information through showing the patients educational videos about different
dental procedures , and also brochures were available .
° They can make a website with before and after pictures.
° Q4. What supplementary services are offered ? How do they enhance service delivery ?
° Facilitating:
The patients know the procedure before they get treated.
They make appointments for dental care.
° Enhancing:
Comfortable environment: they provide a modern and comfy environment for their patients, such as:
classic music, offer coffee, follow up calls.
Safekeeping: which is when the parents are getting treated, there's a room for their children to play in.
Consultation: Dr. Beckett and her employees talk with the patient about ways of getting a better outcomes
of the treatment.
° Entertainment area
° Better Order taking and management
° Traffic Management and Information Symmetry
° Capacity Management
° Improved Billing and Operational Budgeting
° Financial management and Payment Handling
° Q5. Contrast your own dental care experiences with those offered by Dr. Beckett's practice . What difference do you
see ? Based on your review of this case ,what advice would you give (a) to your current or former dentist , and to Dr.
Beckett’s?
° the difference that i see is that my dental clinic always make wait longer than Dr. Beckett's, And also they care more
about the quality than my clinic. Also, the clinic architecture is nowhere close to what is mentioned in the case study.

° Q6. Evaluate Dr. Beckett’s website. What improvement’s would you suggest?
° The following are the strengths:
° Search Engine Compatibility
° Site Optimization with respect to social media handles
° Good Reviews
° Regularly updated
° Usage of keywords in headings (H1-H6)
° Keywords used in URL
° Good Content
° High Organic referrals
Thank You